Hybrid IT Help Desk/Field Technician

About the job Hybrid IT Help Desk/Field Technician

We are currently seeking applicants for a Hybrid IT Help Desk/Field Technician position to assist our client. We welcome you to submit your application, if you are interested.

We understand the importance of your well-being. At BlueBird, we ensure that your physical, financial, and emotional needs are well taken care of. We know that the better we equip you to succeed in your career and life, the more energy and intensity you can bring to your day-to-day work. Our comprehensive benefits package includes:

• Competitive salary, performance-based bonus, & profit-sharing plan
• Comprehensive health, dental, and vision insurance
• Professional development opportunities and continuous learning
• A supportive and collaborative work environment
• Team building activities

Location

Work from Home Winnipeg, MB

About the Position

• Are you the kind of person who as a kid took apart computers to see how they work?
• Does helping people make you feel great?
• Do you enjoy a varied work week, balancing help desk duties with fieldwork?

If you answered yes to all the above, we want to talk to you!

We're seeking a versatile IT professional for a vital hybrid role that combines on-site technical support with help desk operations. This dynamic position is perfect for those who thrive in fast-paced environments, offering a mix of direct client service and remote troubleshooting, providing extensive exposure and ongoing learning opportunities.

Key Responsibilities for Field Work Assignments

Setup and Configuration

• Handle basic to advanced setup and configuration of network equipment, including modems, routers, and switches.
• Install and configure hardware in a networked environment, ensuring optimal performance and connectivity.

Client Onboarding and Troubleshooting

• Follow a structured work plan for onboarding new clients and troubleshooting incidents onsite.
• Perform on-site repairs, installations, and client onboarding processes, ensuring minimal disruption to client operations.
• Collaborate with other team members and departments to ensure seamless service delivery.

Documentation and Reporting

• Accurately and promptly document actions and solutions in our CRM system.
• Provide detailed reports on the work performed and any issues encountered, ensuring transparency and clear communication.

Client Communication and Management

• Communicate effectively with clients before, during, and after the installation process, explaining the work plan and the results.
• Manage client expectations, ensuring a high level of customer satisfaction and maintaining professionalism at all times.

Maintenance and Cleanliness

• Maintain a clean and organized work area, both during and after the completion of projects.
• Ensure all tools and equipment are properly maintained and stored.

Key Responsibilities for Help Desk

Provide Prompt and Efficient Support

• Deliver timely and effective help desk support when needed, ensuring minimal disruption to clients' operations.
• Address client inquiries and technical issues promptly, maintaining a high standard of customer service.

Structured Call Flow

• Follow our structured call flow process to quickly identify, resolve, or elevate issues.
• Ensure each step of the call flow is adhered to, providing consistency and reliability in support services.

Active Communication

• Stay actively engaged with all BlueBird IT Solutions Inc. communication channels, including phone, email, and chat.
• Respond to client and team communications promptly, ensuring clear and effective information exchange.

Flexible Ticket Management

• Manage support tickets efficiently, including the ability to reassign tickets during transitions between field and help desk roles.
• Prioritize and handle multiple tickets simultaneously, ensuring timely resolution and client satisfaction.
• Document all actions and resolutions in the ticketing system accurately and in real time.
• Work closely with other team members to share knowledge and support complex issues.
• Collaborate with field services and help desk teams to ensure seamless transition and follow-up on client issues.

Required Qualifications

• 4 years of experience in IT help desk or technical support roles.
• A college degree in Computer Science, and/or Network Administration, System
• Solid knowledge in networking, including setup, configuration, and troubleshooting of modems, routers, and switches.
• Excellent communication and interpersonal skills.
• Fluency in English (verbal and written) with strong documentation abilities.
• Strong multitasking, organizational, and problem-solving skills.
• A readiness to learn, take responsibility, and maintain professionalism.
• Access to a reliable vehicle, a clean driving record, and a valid Manitoba drivers license.

Desirable Qualifications

Candidates with the following additional qualifications will be highly regarded: experience or knowledge of FortiGate and Ubiquity firewalls, ConnectWise or other ticketing systems, N-central, and MS 365 Administration

Note

This list is not exhaustive, and additional duties may be required to fulfill the purpose of the job.

Job Types: Full-time, Permanent

Pay: From $24.00 per hour

• Extended health care
• Paid time off
• Profit sharing
• Work from home

Schedule

• 8 hour shift

Supplemental pay types

• Overtime pay

Experience

• IT Help Desk Analyst: 3 years (required)

#J-18808-Ljbffr